Customer Support Agent/ Customer Service Specialist

· Onboarding Orchestrator responsible for the commencement of onboarding for new hires, transfers and promotions using Jobvite software
· Reviewed employment forms and documents for completeness and accuracy
· Processed New Hire I-9 forms and utilized E-Verify to confirm new hires’ work eligibility in the U.S
· Responded to inquiries via email, chat, or phone, ensuring high level of customer satisfaction
· Utilized Siebel CRM to log and track customer inquiries and resolutions
· Reviewed biographical information in PeopleSoft to confirm accuracy and updated new hire data or driver’s license information
· Supported New Hire Orientation preparation, enhancing the onboarding experience

· Level 1 Customer Service Specialist responsible for interacting with MTA Employees, Retirees and Vendors at the Metropolitan Transportation Authority’s Business Service Center
· Resolved 95% of service requests via phone, email and chat both onsite and remotely using the Siebel CRM, ensuring a high user satisfaction rate
· Supported employee inquiries as it relates to various Human Resources subject matter areas (Benefits, Payroll, Employment, Pensions, Deferred Compensation.)
· Collaborated with Senior Operations Specialists using Microsoft Teams (remote and on-site) to assist with service request resolutions.
· Provided basic technical support via phone, email and chat for minor system errors and escalated unresolved issues to the appropriate IT team
· Assisted customers with self-service options using the company’s Knowledge Management system, empowering them to resolve issues independently
· Identified, interpreted, analyzed and researched issues and seek resolutions to meet customer expectations
· Reviewed documents submitted by employees, retirees and vendors for accuracy before submission for processing
· Support vendor inquiries surrounding Invoicing and Vendor Data Maintenance and Payments
· Utilized the PeopleSoft Application to review and update customer account data information
· Developed and maintained 500+knowledge base Articles and FAQs to assist remote-first and hybrid customer service representatives reducing escalations

· Managed high-volume inbound calls with professionalism and courtesy
· Provide accurate information on city services as parking regulation and sanitation schedules
· Handled complaint and service request, such as broken sidewalk, noise issues and illegal parking
· Completed service requests and escalated complex issues as needed to the appropriate City Agency using the Siebel Service Request Management Application